Senior Member Support Specialist
San Francisco, CA

Job Description

The qualified Senior Member Support Specialist is a part of the Member Support Team and will be located in our San Francisco office. This role provides application support and will be dedicated to resolving complex and/or escalated member support issues. Performance is determined by our member experience and is measured by the ability to provide quality solutions, partnership with stakeholders, customer satisfaction, and other metrics as appropriate. Excellent written and communication skills are necessary as well as being adaptable to organizational initiatives and priorities.

What You Get To Do:

* Develop a strong knowledge and understanding of Credit Karma services and products and can appropriately respond to support requests in an efficient manner with consistently excellent results
* Respond to member requests via email, live chats, social channels and/or phone support
* Gather feedback and communicate key user issues and trends as appropriate
* Effectively communicate issue resolutions or updates to internal and external stakeholders
* Assist in creating and maintaining knowledge base and Help Center articles to ensure relevancy and develop robust internal and member-facing resources
* Interface with front-line call center support teams to ensure that escalations are handled in an efficient manner
* Provide visibility into opportunities to improve member or team experience Partner with Software Developers and Product Specialists to identify and document issues/bugs and escalate issues to JIRA as needed
* Conduct product (including tax) research in order to provide members with solutions
* Thrive in high-pressure, highly charged and dynamic environments (usually December-May) but also is comfortable leveraging year-round training and continual development to effectively support all Credit Karma products
* Other assigned tasks/projects as needed in a role that is ever-evolving along with potential schedule changes as organizational needs dictate

Our Ideal Candidate:

* 1-3 years of member support/customer service experience, financial institution preferred
* Excellent customer service skills with a dynamic personality and member-focused approach
* Experience using a ticketing platform like Zendesk, Salesforce, etc. strongly preferred
* Effective and assertive communicator (written and verbal)
* Methodical, highly organized and detail oriented, working with a high level of accuracy
* Must be flexible and adaptable to work in a rapidly evolving climate (some OT and weekends may be necessary)

Credit Karma is committed to a diverse and inclusive work environment. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with an eye single to fostering an inclusive environment that recognizes the contributions of all. We've worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

Credit Karma is also proud to be an Equal Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or expression, marital status, national origin, disability, genetic information, status as a protected veteran, or any other protected characteristic. We prohibit discrimination of any kind and will also consider qualified applicants with arrest and conviction records in a manner consistent with applicable federal, state, and local law.

Our people are everything, our core values are real, and our guiding mission is strong. Join us!